Join our team at Cricket St Thomas, part of the Warner Hotels Group. This 239‑bedroom Grade II listed hotel with a theatre, spa, and restaurant is surrounded by 160 acres of parkland in the West Country.
Role Purpose
The Front Office Manager leads the reception, holiday sales, and night teams to deliver exceptional guest experiences from arrival to departure. This role combines operational excellence with a guest‑hearted approach, ensuring every interaction reflects care and attention while anticipating and adapting to the unexpected for seamless service.
Responsibilities
- Deliver outstanding guest experiences by ensuring reception, holiday sales, and night teams provide warm, attentive, and accurate service at every touchpoint.
- Stay poised and ready to respond to unexpected challenges, adapting quickly to maintain smooth operations and guest satisfaction.
- Drive holiday sales performance by coaching the team to confidently promote packages and experiences, contributing to revenue growth while maintaining integrity and care in every recommendation.
- Be an expert in the rebooking process and drive onsite break sales.
- Curiously challenge existing processes by introducing innovative ideas that enhance efficiency, improve guest journeys, and elevate service standards.
- Maintain world‑class standards in front office operations through continuous refinement of procedures, technology use, and team training.
- Ensure accurate reservations, billing, and guest communications, delivering commitments on time and to the highest standard.
- Champion collaboration by working closely with housekeeping, F‑B, and other departments to ensure seamless coordination and exceptional guest experiences.
- Lead, coach, and develop the reception, holiday sales, and night teams, fostering a culture of trust, open communication, and professional growth where every voice is valued.
- Monitor performance metrics, guest feedback, and occupancy trends, using insights to refine strategies and improve results.
- Ensure compliance with health, safety, and data protection standards, creating a safe and professional environment for guests and team members.
Behaviours, Skills & Experience
- Strong knowledge of reservations systems, guest service standards, and sales techniques.
- Proven leadership experience in front office or hospitality operations.
- Commercial acumen with experience in budgeting and revenue generation.
- Excellent communication and problem‑solving skills.
- Ability to lead and inspire a diverse team in a fast‑paced environment.
Inclusion Statement
Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part‑time or a job‑share.
We genuinely care about every candidate's experience during the recruitment process and are here to provide support where we can. If you require any assistance or reasonable adjustments while applying, please don't hesitate to reach out to us at: Warner.recruitment@warnerhotels.co.uk
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